Issue Resolution Specialist

Position Purpose

The ISE Issue Resolution Specialist is responsible for resolving issues logged by the MET and third party associates in our stores when executing projects. The specialist will be responsible for leveraging training, issues matrices, and departmental knowledge to drive expedited resolution and allow in-store labor teams to complete projects as quickly as possible.

Key Responsibilities

• 70% Review issues logged by MET or third party labor associates related to projects being executed in our stores. Assess issue, determine resolution, and deploy necessary adjustments and/or items to enable completion.
• 20% Train on upcoming projects to ensure good base knowledge before execution begins
• 10% Escalate pervasive issues which require departmental support

• This position reports to the Issue Resolution Manager.
• This position has no direct reports.

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• Prior issue resolution or call center experience
• Strong written and verbal communications skills, presentation and facilitation skills
• Proficient in: Microsoft Office Suite including Excel, PowerPoint, Project, and Word

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

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• Highly organized.
• Excellent written and verbal communication skills.
• Strong ability to multi task and handle competing priorities at once.
• Strong decision making and problem solving skills.